• Troubleshooting/investigation of customer-reported issues and questions • Communication and analysis of relevant concepts, configuration setups, and product information • Positioning and accommodation of relevant Kantata SX capabilities and services • Escalation handling, prioritization, communication, and customer advocacy for resolving functional issues • Enablement and engagement with colleague teams – Education, Customer Success, Service Delivery, Sales • Time-specific shift attendance and resource schedule compliance for coverage purposes • Voice and video meetings with customers and colleagues

• Provide timely, efficient technical support with prompt responses to customer inquiries. • Troubleshoot and resolve customer issues via phone and other communication channels. • Follow up with customers post-troubleshooting to ensure full product functionality. • Build and maintain an internal knowledge base with useful guides and solutions. • Continuously refine and enhance the customer support process for better efficiency. • Reproduce customer-reported issues and escalate confirmed problems to the appropriate teams. • Participate in customer meetings when needed to troubleshoot and resolve issues directly.

• Provide Tier 2 support for RingCentral phone system issues, including desk phones, softphones, and mobile applications. • Perform user provisioning, phone number assignments, extension configuration, and call routing setup in RingCentral Admin Portal. • Troubleshoot audio quality issues, call forwarding problems, voicemail configuration, and integration issues. • Support desk phone deployments including Polycom, Yealink, and other RingCentral-compatible devices. • Configure auto-attendants, call queues, ring groups, and department extensions. • Assist with RingCentral integrations including Microsoft Teams, Salesforce, and other business applications. • Document RingCentral configurations, procedures, and troubleshooting steps in knowledge base. • Monitor system health, call quality reports, and user experience metrics. • Coordinate with RingCentral support for escalated technical issues and service incidents. • Train end users on RingCentral features and best practices. • Participate in after-hours maintenance windows and emergency support as needed. • Backup the primary VOIP administrator during absences and high-volume support periods.

Role Description We’re looking for a true ticket crusher. Someone who doesn’t just respond to issues—you hunt them down, figure them out, and close them out clean. This is a fast-paced MSP environment supporting multiple clients, multiple systems, and a steady stream of real-world problems that don’t always have clean answers. If you like bouncing between environments, figuring out why something broke, and being the person others go to when things get weird—you’ll fit here. What You’ll Do - Handle escalated support tickets across a variety of client environments - Troubleshoot issues across Microsoft 365, Windows, networking, and end-user systems - Own tickets from start to finish—no babysitting, no passing the buck - Jump between clients and tech stacks without missing a beat - Work closely with Tier 1 and Tier 3 to keep things moving and clients happy - Document fixes and patterns so the same issue doesn’t slow the team down twice - Spot recurring problems and think proactively, not just reactively Qualifications - MSP experience is required (you’ve supported multiple clients, not just one internal environment) - Strong troubleshooting instincts—you don’t panic when things break - Solid working knowledge of: - Microsoft 365 (Exchange, Teams, SharePoint basics) - Windows OS (desktop + server fundamentals) - Basic networking (DNS, DHCP, VPNs, firewalls) - Experience working in a ticketing system (bonus if you’ve used ConnectWise or similar) - Ability to prioritize and manage multiple tickets without getting buried - Clear communication—both with clients and internally Requirements - Must be based on the West Coast (Pacific Time Zone) - Fully remote (work from home) - Reliable internet and a professional home setup Benefits - Compensation: USD 65,000 - USD 75,000 yearly